Satisfacción del usuario del área de emergencia respecto a la aplicación del triage de Manchester

Abstract

Introduction: triage is a clinical process that allows the management of clinical risk in the emergency area with which the flow of users can be properly and safely managed when the demand and needs exceed the available resources. Objective: To analyze the satisfaction of the user of the emergency area regarding the application of the Manchester triage by the Nursing staff. Methods: it was a quantitative, descriptive and cross-sectional research that was developed in the Puyo General Hospital, with a censal sample of 72 patients, as an information collection technique, the emergency service satisfaction survey was used, which consists of 22 questions in each construct. (expectation, scores) with a Likert-type response scale in its five dimensions: reliability, responsiveness, security, empathy and tangible aspects. Results: in the reliability dimension the global dissatisfaction was 58%, in the responsiveness dimension the dissatisfaction was 63.5%, in security the global dissatisfaction was 57.5%, in empathy it was 61.2%, while in tangibility a satisfaction of 60% was obtained. Conclusion: The application of the Manchester triage is a resource that, in order for there to be satisfaction in the emergency area, must be applied correctly, since it allows classifying the patient's need, to achieve a better organization, distribution of resources, rapid patient care, reduction length of hospital stay, and greater satisfaction with care. But if it is not done properly, it leads to dissatisfaction on the part of the patient.Keywords: emergency, Manchester, satisfaction, triage.